Last Updated
Overview
NICE CXone enables brands to strengthen customer experience, brace brand value, and improve efficiency with a diverse interaction-centric platform, advanced CX potentiality, and specialized AI. While the software has reporting challenges, it boasts extraordinary user-friendliness, requiring minimal training for effective usage.
Overall Rating
Based on 49 users reviews
4.4
Rating Distribution
Positive
90%
Neutral
8%
Negative
2%
Starting Price
Custom
NICE CXone Specifications
- Contact Management
- Lead Management
- Opportunity Management
- Sales Forecasting
What Is NICE CXone?
Overview
NICE CXone is a cloud-based call center software that enables businesses to optimize lead quality and reduce the cost of customer interactions. The platform includes a comprehensive set of features for managing inbound support requests and facilitates customer engagement through various channels, including inbound/outbound voice calls, email, voicemail, chat, social media, and more.
NICE CXone Pricing
NICE CXone Integrations
Some of the third-party integrations include:
- Salesforce
- Oracle Service Cloud
- Microsoft Dynamics
- Servicenow
- Zendesk
- SAP Cloud for Customer
- Netsuite
- SugarCRM
- Bullhorn
Who Is NICE CXone For?
Some of the industries using NICE CXone CRM include:
- Telecommunications
- Insurance
- Transportation
- Hospitality
- Nonprofit organization management
- Facilities services
- Information technology and services
- Computer software
- Banking
- Medical devices
- Government
Is NICE CXone Right For You?
NICE CXone works closely with organizations, regardless of size, to develop customer experiences that promote strong brand loyalty and enduring relationships. The company achieves this through various powerful components built on an Open Cloud Foundation.
By leveraging NICE's expertise and robust technology, businesses can enhance customer satisfaction and build lasting connections with their audience, making the software a valuable choice.
Still not sure about NICE CXone? For further information, contact our experts at (661)-384-7070, who help you make the best decision.
NICE CXone Features
Digital Self-service
CXone enables businesses to provide digital self-service options to their users, allowing them to find answers to their questions or resolve issues independently. This feature includes self-service portals, knowledge bases, chatbots, and interactive voice response (IVR) systems.
CX Analytics
The software incorporates advanced analytics capabilities that help businesses interpret customer behavior, preferences, and sentiment to identify trends, patterns, and opportunities for improvement. This enhances the overall customer experience.
Automation
Automation is a critical component of CXone, allowing businesses to automate repetitive and manual tasks to improve efficiency and reduce errors. It includes intelligent routing, automatic call distribution (ACD), chatbots, and robotic process automation (RPA), which streamline workflows, increase agent productivity, and deliver faster and more accurate responses to customer inquiries.
Workforce Engagement
With the Workforce Engagement feature, contact center managers can effectively schedule and forecast agent activities, ensuring that the right number of agents with the appropriate skills are available to handle customer interactions. This helps minimize wait times and improve service levels.
Journey Orchestration
With journey orchestration capabilities, businesses can design personalized and seamless customer experiences by mapping out customer interactions, identifying key touchpoints, and automating actions based on customer behavior. This feature ensures consistent and cohesive experiences throughout the customer journey.
Pros And Cons of NICE CXone
Pros
Great call-routing features
Quality call recording options
Cost-effective
Easy to use
Cons
Slow customer service
Difficult reporting
NICE CXone Reviews
Total 49 reviews
4.4
All reviews are from verified customers
Rating Distribution
5
Stars59%
4
Stars31%
3
Stars6%
2
Stars2%
1
Stars2%
Share your experience
Nila K.
Health, Wellness and Fitness, 101-500 employees
Less than 6 months
“user-friendly and efficient
Pros
Right from the start, this system has been very user friendly and simple to work with. I genuinely enjoy using it and overall it has been an excellent system for my daily work.
Cons
Honestly I have not run into any issues.�It�is an excellent system for efficiency and monitoring and�it�also works really well for both answering calls and making outbound calls.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
DeSean T.
Design, 51-100 employees
Less than a year
“faster workflows every day
Pros
Using this software makes daily work much more manageable. It's user friendly, easy to navigate and cuts down the time it takes to get things done. That really helps when trying to complete tasks on schedule.
Cons
At times,�it�can still feel a bit complicated. I'd also like to have access to multiple screens and be able to handle several projects at the same time.
Rating Distribution
Ease of use
9
Value for money
8
Customer Support
9
Functionality
8
vignesh k.
Outsourcing/ Offshoring, 500+ employees
Less than a year
“powerful multichannel dashboard
Pros
Having one unified agent interface makes a huge difference. It really simplifies how we handle multichannel interactions like voice, chat and email from a single dashboard. The real-time analytics and customizable reports are also very useful for supervisors who need to track performance and improve operations efficiently. On top of that it integrates nicely with our existing CRM which has helped boost agent productivity and customer satisfaction.
Cons
I do not have any real complaints about�this product�because I genuinely love using�it. If anything could be improved, adding more AI-powered capabilities to the reporting side would make�it�even more helpful.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
8
Functionality
8
Frequently Asked Questions
What is NICE CXone software mainly used for?
NICE CXone is used to effortlessly engage with customers through diverse communication channels, effectively managing their interactions across multiple platforms.
Does NICE CXone software offer an API?
Yes, NICE CXone software provides an API.
Who are the main users of NICE CXone software?
NICE CXone is utilized by contact centers in organizations of various sizes, including small, medium, enterprise, and government entities.
Does NICE CXone software support mobile devices?
No, NICE CXone software does not support mobile devices.
Is NICE CXone software easy to use?
Based on its user reviews, NICE CXone software is easy to use.